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All Journal Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Khatulistiwa Informatika Jurnal Ilmiah FIFO Jurnal Teknik Informatika STMIK Antar Bangsa Techno Nusa Mandiri : Journal of Computing and Information Technology Jurnal Mantik Penusa Jurnal Teknologi Sistem Informasi dan Aplikasi EVOLUSI : Jurnal Sains dan Manajemen Jurnal Mantik Jurnal Paedagogy Infotek : Jurnal Informatika dan Teknologi Jurnal AbdiMas Nusa Mandiri Reputasi: Jurnal Rekayasa Perangkat Lunak Indonesian Journal of Networking and Security - IJNS SPEED - Sentra Penelitian Engineering dan Edukasi HEALTHY: Jurnal Inovasi Riset Ilmu Kesehatan Paradigma Perigel: Jurnal Penyuluhan Masyarakat Indonesia Al Adawat : Jurnal Pendidikan Madrasah Ibtidaiyah Tarbi: Jurnal Ilmiah Mahasiswa Permata : Jurnal Pendidikan Agama Islam Ihsanniat: Jurnal Pengabdian Kepada Masyarakat
Siti Nur Khasanah
Universitas Nusa Mandiri
Religion Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Mathematics Physics Social Sciences Other

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Journal : Paradigma

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Analysis of IT Service Desk Applications Using the Servqual Method at The Republic of Indonesia National Library Khasanah, Siti Nur; Masyithoh, Dewi
Paradigma - Jurnal Komputer dan Informatika Vol. 26 No. 1 (2024): March 2024 Period
Publisher : LPPM Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/p.v26i1.3155

Abstract

The National Library has implemented an Electronic-Based Government System (SPBE) so that library service operations and operations for the national library staff have used a computerized system which results in the PERPUSNAS requiring centralized management of IT problems, namely the IT Service Desk. As an IT problem service, IT Service Desk needs to be analyzed to measure the level of user satisfaction to determine the quality of its services. In this study, the measurement of the level of user satisfaction of IT service desk services was carried out using the Servqual method which has 5 dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty by looking for the value of the gap between the value of perception and the value of expectations from users. The results of the IT Service Desk measurement at PERPUSNAS RI obtained a gap of -0.78 with the category "Good Enough".
Co-Authors Agus Junaidi Annisa Hanifa Asri Utami, Liliyani Cep Adiwihardja Cep Adiwihardja Cep Adiwihardja Chamidi, Agus Salim Dewi, Alya Shifa Dicky Imamil Mutaqin H Eko Yulianto Esron Rikardo Nainggolan Fatmawati Fatmawati Gumiarti Gumiarti, Gumiarti Handayani, Popon Hermanto Hermanto Hermanto Hermanto Hermanto Hermanto Hikmawati, Hanifah Hylenarti Hertyana Imam Muslih Irwan Darmawan Jenie Palupi Levi Juniarti Lilyani Asri Utami, Lilyani Asri Majid, Akbar Al Maruloh Maruloh Maruloh, Maruloh Masyithoh, Dewi Nainggolan, Esron Rikardo Narti Narti Narti, Narti Rahmatia, Siti Syahri Rikardo Nainggolan, Esron Riswandi Ishak Rizki Akbar Rizki Akbar, Rizki Sandra Jamu Kuryanti Sandra Jamu Kuryanti Sandra Jamu Kuryanti Sandra Jamu Kuryanti - Universitas Nusa Mandiri Saubani, Ahmad Sifan Afandi Suryaditya, Rachmat Taufik Asra